Based on my research while deciding on travel insurance for my mother, I spoke with a Tugo agent. One of my concerns was that their policy did not explicitly cover follow-up testing. When I asked what would happen if a physician recommended it, the agent explained that Tugo would need to be actively involved in approving extensive or costly procedures, but not for minor or inexpensive tests. I ultimately chose Tugo because the agent assured me, despite the policy wording, they do not give clients a hard time over covering small, necessary expenses recommended by a doctor, when I present my case to the appeal team. I received the same reassurance from another agent on the day I finalized the purchase.During the trip, my mother fell and broke her arm. Before going to the hospital, I contacted Tugo’s medical line to confirm procedures and again asked about follow-up expenses. The agent repeated the same policy: Tugo would need to be involved for operations, but not for minor testing, casting, or related costs. He assured me any necessary minor expenses recommended by the physician would be covered when I present my case to the appeal team.The treatment involved casting, a follow-up x-ray, recasting, and transportation, totaling roughly $450 CAD. Despite the repeated assurances, Tugo only covered the initial transportation. After a written appeal, they covered the first hospital bill. I then had to call and explain the situation, stating I would leave a negative review if they did not honor their word. They then covered the x-rays, but refused the final transportation bill of about $150 CAD (the hospital was over an hour away). They dug in their heels at that point.I will not use Tugo again due to the excessive hassle required to secure coverage I was explicitly promised. If they are this difficult over a small claim, I dread to imagine the ordeal for someone with major expenses. Their strategy appears to be to delay and deny payment, hoping clients won’t persist. It's a sad business model. While my mother's out-of-pocket cost was ultimately minimal, I share this to warn others, especially those who could face significant costs. I would strongly recommend choosing a more reputable and reliable insurance provider.
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Canadian-owned and operated for over 60 years, TuGo specializes in products & services that support travellers’ health, wellness and safety across Canada and around the globe. As one of Canada’s top travel insurance providers, TuGo offers 24/7 in-house emergency travel medical assistance, with support in 27 languages.
